Boult Audio - Customer Experience Lead

We are seeking an experienced and dynamic professional to join our company as the Head of Customer Experience and Operations. This role requires a strong focus on customer relationship management, operational efficiency, and leveraging technology to enhance the overall customer experience, including customer queries through IVR, Chat, Emails among other channels, and managing coordination with warehouse.

Responsibilities :

1. Leadership and Strategy :

- Develop and execute strategic plans for CRM operations, MSL planning, chatbot implementation and tracking, and Salesforce development to achieve organizational goals and objectives.

- Provide strong leadership and guidance to the CRM team, fostering a positive work environment and promoting teamwork and collaboration.

- Conduct regular training sessions for the CRM agents and refresh templates and modules.

- Set clear performance objectives, monitor progress, and provide regular feedback to the team members.

2. Outsourced BPO Management:

- Oversee the outsourced BPO operations, including call center services, IVR customer support, chat support, email support, escalations, and complaint management.

- Establish and maintain strong relationships with BPO service providers, ensuring adherence to service level agreements (SLAs) and quality standards.

- Monitor BPO performance metrics, identify areas for improvement, and implement corrective actions as needed.

3. Back-end Operations:

- Manage the warehouse and supply chain operations at the company's service centers, ensuring timely and accurate order processing, inventory management, and logistics coordination.

- Collaborate with cross-functional teams, such as procurement, logistics, and finance, to optimize supply chain processes and minimize operational costs.

- Monitor key performance indicators (KPIs) related to warehouse and supply chain operations, identifying areas for improvement and implementing best practices.

- Track and analyze MSL performance metrics, provide insights, and optimize strategies for maximum impact.

4. Chatbot Implementation and Tracking:

- Lead the implementation of chatbot technology for customer support and engagement purposes.

- Collaborate with IT and customer service teams to design and deploy chatbot solutions that improve response times, customer satisfaction, and operational efficiency.

- Track and analyze chatbot performance, identify areas for improvement, and implement enhancements based on user feedback and data analysis.

5. Salesforce Development and Monitoring:

- Oversee the development and optimization of the Salesforce CRM platform to streamline sales and customer management processes.

- Collaborate with the sales team to define and implement customized workflows, reports, and dashboards.

- Monitor Salesforce data integrity, user adoption, and system performance, and provide training and support to maximize its effectiveness.

6. Performance Analysis and Reporting:

- Establish performance measurement systems and regularly analyze operational data to track key metrics, identify trends, and drive continuous improvement.

- Prepare and present comprehensive reports on CRM, BPO, warehouse, service centers chatbot, and Salesforce operations to senior management, highlighting achievements, challenges, and recommendations.

- Implementation and control of RnP for the different vendors.

Requirements :

- Bachelor's degree in business administration, supply chain management, or a related field. A master's degree is a plus.

- Proven experience in managing CRM operations, outsourced BPO services, warehouse management, and supply chain operations.

- Strong knowledge of CRM principles and practices, customer service strategies, and operational processes.

- Experience in MSL planning, chatbot implementation and tracking, and Salesforce development and monitoring.

- Proficiency in using Excel, utilizing CRM software and systems, including Salesforce, and the ability to drive system enhancements and optimizations.

- Analytical mindset